急招PSC Analyst Z8，有意者请发简历至QQ邮箱：149854942@qq.com 有任何疑问请联系QQ或致电13856019563 ，谢谢！
Job Function
PSC Senior Technician will respond immediately to, record, configure, resolve or escalate to appropriate support group IT problems and IT infrastructure failures, experienced by Mars Inc. employees and business partners’ to ensure minimum disruption and fastest recovery for Mars Inc. business operations, thus avoiding significant financial losses for the business. PSC Senior Technician will be accountable for key operational and customer service metrics of his or her team and its individual members. He or she will supervise team on daily basis, including analysts’ coverage planning, individual performance, crisis and escalations management, communication to teams involved in the resolution, business customers and Mars IS management.
Fluency in both written and spoken English is a mandatory requirement. The user group that PSC supports are native English speakers and Chinese users. English is the business language of Mars IS therefore documentation of issues must be made in English.
The analyst will provide excellent customer service while contributing to the resolution of approximately 80% of the problems received by the PSC.
Responsibilities Areas
Support Team Leads in administrative and supervisory tasks of the PSC.
Assume the responsibilities of sub-team Project Leader.
Manage a sub-team of 3 to 4 analysts as a resource pool to deliver activities and projects assigned by the PSC Team Leader to the Senior Analyst.
Manage the project time of their sub-teams analysts in accordance with operations requirements (Abandon Rate, Operational Tasks, etc).
Report to the PSC Team Leader the results and achievements of their sub-team projects on a periodic basis (presentations, production of status reports, etc) and be accountable for the performance of their sub-teams.
Respond to events (customer calls, automatically generated alerts, email requests, voice mail, etc.) for all technologies supported by Mars IS within predefined service. Resolve approximately 80% of received problems in support of achieving/surpassing an 80% event resolution target for the team. Perform diagnosis of technology or application related problems.
Quickly develop necessary technical and functional skills through training, on the job experiences, cross training with experienced analysts, etc.
Determine and initiate appropriate corrective action for all events or issues utilizing problem solving skills, technical knowledge, problem solution documentation and other available tools. As necessary, enlists assistance of experienced Primary Service Center Analysts to achieve event resolution as well as gain additional skills and knowledge.
Assist in performing monitoring, intervention, escalation, and communication of any issues having an impact on any aspect of the production environment. Maintain awareness of production environment at all times.
Identify related problems / events and determine the overall environmental impact and root cause.
Identify recurring problems and provide feedback to team leader and appropriate Solution Center for root cause resolution.
Record all events in the event management system and maintain a 95% Ticket Accuracy target.
Provide excellent customer service per service levels.
Maintain current knowledge of relevant service offerings and support policies/procedures in order to provide technically accurate solutions and appropriate levels of service to customers.
Provide feedback, modifications and suggestions to the knowledge management team to improve overall solution / documentation accuracy.
Participate in and contribute to continuous process improvement initiatives
Performs other related duties and assignments as required
Qualifications and Relevant Experience
Fluent English: both written and spoken.
Ability to quickly gain knowledge of Mars technology and application environment.
Basic desktop/laptop/printer knowledge, network LAN/WAN concepts, Notes/Mail, operating system knowledge, MS Office skills, Lotus Suite skills, etc.
Strong analytical and problem solving skills
Strong technical aptitude
Strong customer service skills
Strong communication skills
Office environment
• Minimal travel
Other Preferred Experience
Undergraduate degree (MIS or Computer Science a plus) or equivalent business experience and minimum of 2 years experience in Information Technology setting.
Ability to work effectively in a flexible and changing environment, manage multiple activities and priorities, and work well under pressure.
Demonstrated ability to learn new technical skills quickly, and to apply this learning.
Initiative, self-reliance and proactiveness.
A strong customer orientation with a focus on delivery of value added service.
Ability to evaluate, analyse and solve complex problems - strong cognitive abilities.
Proven ability to work on and track efforts across several concurrent development efforts.
Ability to work with individuals/teams across multiple cultures, sites and time zones and to - adjust ways of working accordingly.
Typing skills at thirty words per minute.
Skills or certification in Unix.
Key Competencies:
Action Orientated
Functional / Technical Skills
Project Management Skills
Directing Other
Customer Focus
Patience
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IT-hunting
发表于 2012-12-10 10:01:29
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